Enhancing self-service and KM

IT outsourcing specialist CompuCom Systems is using a knowledge management solution to enhance customer support. CompuCom has chosen RightAnswers’ Unified Knowledge Suite (UKS) to improve client access to helpful information and self-resolution.

With the UKS for Customer Service, CompuCom can create a range of knowledgebases that customers and call center personnel can use to find answers to questions or information. Content that is authored and maintained in the solution can be accessed easily by a variety of customer service and self-help operations. They include a customized self-service portal, search engines, automated e-mail knowledge response and web snippets, according to RightAnswers.

Mike Keogh, VP and general manager of integrated shared services for CompuCom, says, "The solution is a key component in our service desk and helps us deliver the highest level of support to our clients. With it, our clients can achieve better efficiencies, which, in turn, allows them to better serve their customers."

In the past, CompuCom had used other knowledge management products, but because of its expanding service desk and the work force’s desire for increased self-service, it made the switch to RightAnswers.